Supply and service agreements
Resolve service issues with the agreed terms and delivery history at hand
A service credit turns on who reported what, and when, across two organisations' records.
The agreement and rules behind the work
The service agreement, delivery items, evidence and authorised decisions
Illustrative engagement
A multi-year logistics service across several sites
A customer appoints a logistics provider for work across several sites, with delivery, incident, payment, change and exit duties.
- Transition
- Site readiness, data handover, access and commencement tasks
- Service
- Stated measures, source references, reporting dates and evidence
- Commercial
- Payment claims, certified amounts, variations and decisions
- Exit
- Renewal review, remediation, data return and transition assistance
Product specimen
Nebula workspace
Engagement
A multi-year logistics service across several sites
The service agreement, delivery items, evidence and authorised decisions2 service windows need action.
ReviewWhere it stands
Quarterly service is active
11 of 12 commitments on trackWhat needs you
2 windows
Response and service credit reviewWho is involved
Engagement performance
Current delivery positionDelivery items
Service levels and supporting evidencePriority response window
VerifiedMonthly uptime report
ActiveService credit assessment
Needs actionThe engagement lifecycle
How the engagement moves through delivery
01
Form
Record the stated measurement basis
The team can record service measures, source references, exclusions, reporting dates and decision responsibilities as delivery items. Each item keeps its current state, owner and supporting evidence visible.
What stays connected
Measure, source reference, exclusion, reporting date, decision responsibility and evidence.
02
Transition
Connect transition tasks and dependencies
Data handover, site access, configuration, training and commencement tasks can be recorded as delivery items. Dependencies connect those items, while due dates, current states and owners remain visible.
What stays connected
Transition item, owner, due date, dependency, current item state and evidence.
03
Operate
Record provider updates and evidence
The provider can add an authored progress entry and upload evidence against a delivery item. A provider-reported blocker remains attributable to its author and organisation.
What stays connected
Delivery item, authored progress entry, provider-reported blocker, evidence, author and organisation.
04
Assess
Review the submitted evidence
The other party can verify an evidence file it did not supply, or request changes to a submitted evidence round. These actions record the verifier or reviewer and the resulting state.
What stays connected
Evidence file, uploader, verifier, submitted round, review note and resulting state.
05
Change
Record a proposed service change
A variation records its description, reason, cost impact, time impact and clause reference. The other project party can approve, reject or place it under review; an approved variation records its effective date.
What stays connected
Variation, reason, cost impact, time impact, clause reference, response and effective date.
06
Renew
Prepare the current position for renewal
Current item states, evidence, formal project messages, variations and remaining work stay available in the engagement. Authorised project members can generate a current engagement report from the records Nebula reads.
What stays connected
Current item state, evidence, formal message, variation, remaining work and engagement report.
One connected engagement
What your engagement holds together
Delivery
Stated service measures recorded in delivery items with due dates, owners, current states and evidence.
Commercial
Payment claims, claimed and certified amounts, variations and recorded decisions.
Collaboration
Questions, answers, workspace entries, project-party notices and attached files.
Review
Current engagement reports, eligible verified item events, and the engagement archive with its audit trail and proof references.
Delivery trust
Keep eligible service history available for later review
For verified item events, Nebula applies its eligibility rules before it can record a reputation event in an organisation's service history. The customer decides how that record informs renewal or later sourcing.
See how record verification worksStart with the documents that define the work
Build the delivery plan and manage the work, or talk to us about a portfolio.